Customer Service Executive - Dubai, United Arab Emirates - HR Orb FZ LLC

HR Orb FZ LLC

Verified Company

Dubai, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

**1.Customer Service

Export & Import*
Receive inquiries from regular customers, overseas agents or Sales for air, sea and land freight and ensure proactive and prompt resolution of service.
Understand customer's business needs, shipment patterns, cargo particulars, and frequency of shipments, volumes, trade lanes, etc.
Procure rates (min 2 3 or more as the situation demands) from origin agents, local carriers/liners and consolidators regularly, ensuring rates negotiated are costeffective and generate maximum profitability.
Agent list of overseas agents to be updated on a weekly or fortnightly basis in the master file.
Call BD Team when the rates are compiled to ascertain the markup and quote customers within 1 hour/s for any airfreight inquiries in weekdays from Sunday to Friday. Respond to RFQs/inquiries from Customers/Sales.
Follow up on quotes and secure booking. Negotiate further where required. In case quotes don't get accepted, resulting in loss of business, revert to BD Team on the same.
Liaise with customers/Sales team to coordinate shipments, obtain missing information necessary to execute shipments and provide shipping updates from time to time.
Ensure that all shipments are undertaken to meet, as a minimum, or exceed the customer's expectations in terms of the standards provided, cost agreed and specified time frames service and that all shipments are handled in line with company procedures and policies.
Negotiate, drive rate reductions, and procure the most competitive prices for inquiries received by effectively liaising with shipping lines, overseas agents, LCL consolidators and carriers. If inquiries come for quotes including insurance, the invoice is to be sent to the insurance company to seek the rates.
Act as a single point of contact for all new customers' enquiries from overseas countries in liaison with the BD Team
Respond to incoming queries, liaises with relevant departments based in IMA, Doha, Qatar office and ensure the resolution of service.
Calculate and submit freight quotations/proposals in liaison with the BD Team.
Follow up on quotes and secure booking. If business is lost revert with reasons.
Other duties as assigned by the Company.
Respond to RFQs from Customers/Sales/Agent, follow up on quotes and secure booking. Negotiate further where required. In case quotes don't get accepted, resulting in loss of business, revert to agents on outcome.
In terms of land freight, liaise with our transport team at Mussafah office and provide necessary update to customers.
For air export shipments obtain rates from airline, prepare airway bill and liaise with operations team to execute the shipment accordingly.
Complete Invoicing on a daily basis/weekly basis once received completed files from the operations division.
Liaise with customers/Sales team to coordinate shipments, obtain missing information necessary to execute shipment and provide shipping updates from time to time.
Ensure that all shipments are undertaken to meet, as a minimum, or exceed the customer's expectations in terms of the standard of provided, cost agreed and specified time frames service and that all shipments are handled in line with company procedures and policies

2.

Job Management:

Create an inquiry in the Efreight system and send the quote to the customer within 23 hours for any inquiry coming in from Monday to Friday of the week.
Job planning, interdepartmental collaboration and coordination to ensure high delivery
Ensure rates negotiated with carriers/liners are promptly validated in the Counter.
Original documentation as required for customs clearance purposes, the same to be communicated to overseas agents in advance
For import shipments, send routing order instructions, coordinate prealerts/BL/AWB drafts, finalize documents, prepare arrival notices, exchange letters, etc.
On shipment arrival, hand over file to the Operations team for prompt handling, clearance and delivery
Maintain contact with customers/agents throughout the process on the status of shipment movement until it reaches the final destination.
The costs received from the agent must be crossverified with the debit note received too.
Profit share if required to be provided to the overseas agent in liaison with office personnel.
Monitor the shipments and inform our customs clearance personnel to take over the same.
Work closely with Finance to resolve invoicing and other financial issues related to the accounts.

3. Customer Relationship Management

Communicate, develop and maintain customer and carrier relationships ensuring customer satisfaction through proactive initiatives.
Maintain customer profiles including contacts, special requirements, rates, fees, preferred routing/services, etc.
Ensure that all customers' queries are wellinvestigated and resolved, and escalate queries if appropriate to the General Manager.
Act as a liaison between clien